Team Lead - Persistency - Thane

• Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)
  
  

Key Result Areas

Supporting Actions

Renewal Business & Persistency Achievement

• Drive renewal premium collection and persistency targets through effective outbound and inbound calling campaigns.
• Monitor daily, weekly and monthly renewal performance against targets.
• Execute focused interventions on high-risk lapse and renewal-due customers to improve retention rates.
  
  

Customer Retention & Conversion Management

• Improve renewal conversion rates through effective customer engagement and objection handling.
• Drive save activities for cancellation, portability and non-renewal requests.
• Track and reduce drop-offs across the renewal journey by ensuring timely follow-ups and closures.
  
  

Team Performance & Productivity Management

• Monitor productivity metrics such as calls per FTE, talk time, conversion rates and follow-up effectiveness.
• Conduct daily performance reviews and coaching sessions.
• Ensure optimal workforce utilization and achievement of team productivity benchmarks.
  
  

Operational Excellence & SLA Management

• Ensure adherence to service levels, call handling standards and turnaround timelines.
• Monitor queue management, call distribution and workload balancing.
• Optimize operational efficiency without compromising customer experience.
  
  

People Development & Engagement

• Coach and develop team members through regular feedback, call calibrations and training interventions.
• Identify skill gaps and implement capability-building initiatives.
• Drive employee engagement, motivation and retention within the team.